A dispatch platform replacing spreadsheets for a field service team
A custom web application that schedules technicians, tracks job status in real time, and removes the daily spreadsheet reconciliation a dispatch team used to do by hand.
The challenge
Dispatchers were coordinating technician schedules across a shared spreadsheet and a group chat, which meant double-bookings, jobs falling through the cracks, and no record of what changed or when.
The approach
A single scheduling board gives dispatchers a live view of technician availability, job status, and location, with role-based access so technicians only see their own assignments from a mobile-friendly view.
How we’d run this project
Mapped the existing spreadsheet-and-chat workflow with the dispatch team to find where jobs were actually getting lost
Designed a scheduling board around the mental model dispatchers already used, rather than introducing new terminology
Built the scheduling core first and shipped it to one dispatcher for real-world feedback before rolling out to the full team
Added technician-facing mobile views once the dispatcher workflow was validated
Features delivered
- Drag-and-drop job scheduling with conflict detection
- Real-time status updates visible to dispatchers and technicians
- Role-based views so technicians only see relevant assignments
- Audit history for every schedule change
Technology stack
Outcome
Dispatchers moved off the shared spreadsheet entirely within the first two weeks of rollout, and schedule changes are now visible to the whole team instantly instead of via group chat.